Team Lead – Inside Sales

Key Responsibilities

Team Management & Performance

• Lead, manage, and mentor a team of Inside Sales executives.
• Monitor daily productivity and ensure achievement of team targets.
• Conduct regular one-on-one coaching sessions and implement performance improvement plans.
• Motivate and engage team members to enhance performance and reduce attrition.

Operations & Delivery

• Ensure smooth execution of both inbound and outbound sales processes.
• Manage escalations and resolve customer issues effectively.
• Adhere to operational requirements and service-level expectations.

Workforce Management

• Assist in scheduling, roster planning, and staffing to ensure optimal coverage.
• Manage shrinkage and ensure team availability aligns with business needs.

Quality & Compliance

• Conduct call audits and provide structured feedback.
• Ensure adherence to quality standards and compliance guidelines.
• Work closely with Training & Quality teams to address skill gaps.

Reporting & Analytics

• Prepare and maintain MIS reports, dashboards, and performance trackers.
• Analyze key metrics and present actionable insights to management.

Key Metrics (KPIs & KRIs)

• Shrinkage
• Attrition
• AHT (Average Handling Time)
• Quality Score
• Sales & Conversion Metrics (Inbound & Outbound)

Experience

• 1–2 years of on-paper experience as a Team Lead in Inside Sales.
• Prior experience in insurance domain is preferred.

Communication Skills

• Excellent verbal and written communication in English.
• Proficiency in Hindi; additional regional languages are a plus.
• Strong professional email writing skills.

Technical Skills

• Proficiency in MS Office (Excel, Word) – Mandatory
• Working knowledge of Google Sheets

Core Competencies

• Strong team management and leadership skills
• Performance management and coaching ability
• Escalation handling and problem-solving skills
• Analytical and reporting capabilities
• Adaptability to dynamic work environments

Additional Competencies

• Knowledge of BPO operations and metrics
• Familiarity with quality assurance and audit processes
• Understanding of training needs identification
• Ability to collaborate with cross-functional teams (Training & Quality)

Location

Bellandur

Timings

10 AM to 7 PM